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30-Minute Customer Experience Remodel Webinar: Creating a Customer-Oriented Culture

This FREE webinar was recorded on:
Thursday, September 08, 2016
10:00 AM - 11:00 AM EDT
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Customer centricity is not just a buzzword, it's an attitude that drives long-term monetary gains and increased brand value. But how do you make customer centricity a key part of your company's core values and measure the financial benefits? Join our upcoming webinar to find out. 

According to Forrester’s Customer Experience Index 200 (CX Index™), companies with a customer-centric culture have a higher valuation compared to their competitors. However, for most businesses becoming customer-oriented takes more than a new coat of paint. It requires a remodeling of the company culture.

In this webinar, 30-Minute Customer Experience Remodel: Creating a Customer-Oriented Culture, you’ll get quick and practical tips to help you create this culture within your organisation to drive long-term customer satisfaction, retention and, ultimately, monetary gains.

Join Paul Long, Vice President of Enterprise Customer Experience Strategy at UnitedHealth Group, and Susan Ganeshan, Chief Marketing Officer at Clarabridge, to understand the blueprint and the tools you need to give your customer experience a whole new look.

Register for the webinar and learn how to:

  • Make customer-centricity and customer satisfaction a key part of the company culture
  • What it takes to get employees to buy into customer-centric corporate vales
  • Become customer-oriented at every customer interface, every day. Many companies are moving towards a customer-oriented culture, however only a few have managed to put their customer-centricity into practice where it counts
  • Define and track customer-centricity and loyalty for long-term monetary and branding benefits


Paul Long
Vice President Enterprise Customer Experience Strategy
UnitedHealth Group (UHG)

Paul Long has built hundreds of customer loyalty programmes during his career, and the consumer runs through his veins.

With over 25 years of experience in marketing and brand strategy, loyalty and customer experience, Paul currently serves as Vice President, Enterprise Customer Experience Strategy at UnitedHealth Group. He is working to align all of the customer experience efforts across the UHG Enterprise (UnitedHealthcare, Optum, and UHC Global), share best practices, and set goals. He's also working to establish NPS as a common metric and system and move the organisation to a common, customer-oriented culture.

During his tenure with UnitedHealth Group, Paul established an enhanced onboarding experience for New Members. He developed a new call centre experience, and worked tirelessly to develop an empowered frontline. He’s emphatic about using data to tell stories and mobilise the organisation to be more customer-driven.

Paul has served as co-founder, owner and president of re:member group, a loyalty marketing firm specialising in customer loyalty programmes. As President, he worked with organisations’ senior leaders to establish customer-centric initiatives and values.

Susan Ganeshan
Chief Marketing Officer (CMO)

As Chief Marketing Officer (CMO) at Clarabridge, Susan defines the brand, leads the charge for educational, useful content, and enables both Clarabridge and our partners to promote and deliver on the promise of customer centricity.

Over her 25-year career in services and software companies, Susan developed a maniacal focus on customer success and a passion for outside in thinking.